During onboarding a customer asks about SSO. That's a ticket, and it's also part of the onboarding. Linking the two means the person working the board can see what's outstanding, and the person answering the ticket can see why it matters.
In the linking menu, alongside linked tickets and tracker tickets, is Pipeline entry. Pick the pipeline, then the entry — the list is searchable, so a board with hundreds of records is still workable.
The option disappears once the ticket is linked, because a ticket belongs to one entry. To point it somewhere else, unlink first.
Once linked, the ticket's sidebar shows a Pipeline panel with the pipeline, the record and the stage it's currently in — so an agent answering the ticket knows they're talking to an account mid-onboarding, or one flagged at risk.
It carries Open in pipeline, which jumps straight to the entry, and Unlink.
On an unlinked ticket, the same panel suggests the pipeline entries of that ticket's contact and company, so the usual link is one click rather than a search. If neither is on any pipeline, no panel appears at all.
The entry panel's Tickets section lists everything linked, with done tickets struck through. New raises a ticket that's linked from the start; on a contact pipeline it's addressed to that contact already.
An entry can have many tickets — it's the ticket side that's one-to-one.
A pipeline automation's Create ticket action links the ticket it raises back to the entry. A board that opens a review ticket when an account reaches “At risk” therefore keeps its own record of those reviews, without anyone linking anything by hand.
It doesn't move the entry, change the ticket's assignee or affect the customer's view of the conversation. It's a cross-reference between two things you're already tracking — useful precisely because it's inert.
